Job Description

Support delivery of Local Welfare Provision (LWP) contract work via online, telephone and postal applications. Act as first point of contact for applicants and system administrator for the Northgate system to allow applications to be input and processed.
Process emergency payments and individual assistance grant applications using the computerized Northgate interface, ensuring:

• Professionalism in gathering the data
• Sufficient and accurate data recording
• Recording in a timely manner
• Liaise with applicants to process information into the Northgate System.
• Undertake eligibility checks with the applicant, seeking information direct from the applicant and utilizing additional computerized interfaces for confirmation
• To fully understand the legislation and criteria involved in awarding emergency payments and individual assistance grants and process applications accordingly
• To comply with Processing Services Customer Charter when dealing with all incoming and outbound calls
• To complete statistical information as instructed by the Service Manager
• To act on requests for support regarding system access and used by the customer
• To work as part of the team in achieving targets set by the Service Manager
• To deal with incoming and outgoing correspondence relating to Local Welfare Provision either by telephone, email or letter
• Deal with and respond to enquiries from clients, citizens and internal colleagues in a positive and professional manner
• Share your knowledge with others to ensure continuity in your absence, ensuring handover is in place in advance of any planned absence
• Act as a key deliverer of the Local Welfare Provision contract/s

Required Knowledge, Skills, and Abilities

Experience of contact / processing Centre working. Experience of processing data with attention to detail and good accuracy. Excellent telephone manner. Knowledge of service Centre processes, policies and procedures, such as escalation procedures, service level agreements and client service standards. Excellent computer skills. Excellent knowledge of Google Mail and its additional functions such as: Google Drives, Google Forms, etc. Excellent communication and written skills with the ability to work confidently with customers and internal colleagues. Demonstrable track record of meeting and exceeding operational targets. Well organized. Desirable Welsh Speaker.